Montcalm East
United by timeless style and peerless service, Montcalm
Collection is London’s compendium of luxury hotels. Housed in elegant Georgian
townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped
skyscraper, each hotel reveals a different chapter in the city’s story. The
hotels in the collection include a storied city-slicker, housed in the former
headquarters of the Royal Mail: Montcalm Royal London House. A property with a
bold new perspective at Montcalm East, part of Marriott’s Autograph Collection.
And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street
and Inhabit, Queen’s Gardens, both part of Design Hotels.
Montcalm East, an Autograph Collection Hotel, with
pioneering architecture and a bold approach to life, the hotel reflects the
creative spirit of its Shoreditch setting. With a prime position on City Road
in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old
Street Tube station is just a few steps away.
Why Join Montcalm Collection
* Competitive salary that
reflects your talent, contribution, and potential.
* Generous holiday allowance,
starting at 28 days (including bank holidays) and increasing with
service—supporting your life beyond work.
* Paid birthday leave, so
you can celebrate your special day your way.
* We celebrate life’s milestones
with you, offering generous gifts and financial support for special
occasions such as weddings and the arrival of a new baby.
* Comprehensive wellbeing
support, including free access to our Employee Assistance Programme
provided by Hospitality Action, offering confidential support, wellbeing
resources, and free legal advice.
* Tailored wellbeing experiences,
from yoga sessions and life coaching to wellbeing workshops designed to support
both mind and body.
* Cashback healthcare plan,
covering dental, optical, physiotherapy, and alternative treatments—helping you
stay at your best.
* Cycle to Work scheme,
supporting a healthier and more sustainable lifestyle.
* Preferential gym membership
rates, helping you maintain your health and vitality.
* Continuous learning and
development opportunities, from hands-on training to leadership
masterclasses—empowering your career growth.
* Paid volunteering day,
giving you the opportunity to support a charity close to your heart.
* Employee referral programme,
rewarding you for bringing great talent into our teams.
* Complimentary meals on duty
in our team restaurant.
* Exclusive room rate discounts
across the Montcalm Collection.
* International hotel discounts through
Marriott Bonvoy, giving you access to exceptional global experiences.
* City-wide discounts and perks,
with savings across retail, entertainment, essential services, fashion, and
more.
* Recognition programmes,
including vouchers and curated rewards that celebrate excellence and
individuality.
* Elegant annual celebrations
and social events, bringing our teams together to connect and celebrate in
style.
Overview
The Guest Experience Manager is responsible for
curating and delivering personalized, memorable experiences for all guests
throughout their stay. This role ensures that every touchpoint of the guest
journey — from pre-arrival to departure — reflects the luxury standards of the
Montcalm Collection.
Working closely with the Front Office Manager and
other department heads, the Guest Experience Manager anticipates guest needs,
resolves issues with discretion, and drives a culture of exceptional service.
The role is pivotal in maintaining the hotel’s reputation for excellence,
enhancing guest loyalty, and embedding the brand’s wellness and sustainability
ethos in every interaction.
Responsibilities
* Act as
the primary point of contact for guest relations throughout the stay.
* Supervise
Guest Experience and Guest Relations Executives to ensure service excellence
and front office support in day-to-day operations.
* Ensure
all VIPs, repeat guests, and special occasions receive personalised
recognition.
* Handle
guest feedback and complaints efficiently, ensuring prompt resolutions.
* Intervenes
in any guest/employee situation as needed to ensure the integrity of the
property is maintained, guest satisfaction is achieved and employee wellbeing
is maintained.
* Oversee
the pre-arrival process, ensuring guest preferences are anticipated and
delivered.
* Liaise
with all operational departments to guarantee seamless service delivery.
* Monitor
guest satisfaction scores and identify opportunities for improvement.
* Maintains
strong working relationships with all departments to support property
operations and goals and to expedite the resolution of problems.
* Maintain
accurate guest profiles and records to support loyalty and repeat business.
* Assist
in management any potential book-outs from and to our property.
* Develop
and maintain partnerships with local suppliers and cultural organisations.
* Recruit,
train and develop team members. Ensure employees understand customer service
expectations and parameters and that they feel empowered to provide excellent
guest service.
* Conduct
performance evaluations and provide coaching and mentoring in identified areas.
* Implement
the customer recognition / service program.
* Manage
team schedule to ensure adequate cover at all times.
* Promote
the hotel’s wellness and sustainability ethos within all guest interactions.
* Document
and share guest feedback to enable improvement and training in identified
areas.
This
job description sets out the main responsibilities related to the role at
Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.
Skills and Qualifications
* Exemplary
customer service skills.
* Ability
to manage the team to achieve service excellence.
* Bachelor’s
degree in hospitality management or related field (or equivalent experience).
* Proven
experience in guest relations, front office, or luxury hospitality.
* Proficiency
in hotel management systems (e.g., Opera PMS).
* Fluency
in English required; additional languages preferred
Working Conditions
* Flexible
schedule including evenings, weekends, and public holidays.
* Regular
interaction with guests in all public areas of the hotel.
* Periods
of standing and walking required
Eligibility
Candidates must be authorised to live and work in the UK.
Currently, visa sponsorship is not available for this role.
Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just
buzzwords. We genuinely value the unique perspectives everyone brings,
regardless of gender, ethnicity, age, disability, or background. Our culture
thrives on mutual respect, and we provide a workplace free from discrimination
and prejudice.
Should this role resonate with your aspirations, please
apply. If not shortlisted, we encourage you to explore other opportunities with
us, either now or in the future.
Note: If you do not hear from us within 14 days,
kindly consider your application as not shortlisted for this role.
Please note that we do not accept unsolicited CVs from
agencies or headhunters. Any CVs submitted for these roles without prior
agreement per role in writing from our Head of Human Resources, will be
considered the property of the company and will not be subject to agency fees.